Technical Account Manager

Job Reference: 012545

 

Technical Account Manager is a trusted technical advisor to support our premium customers providing valuable guidance around incident and optimization of their infrastructure.

He is in charge of a set of customersidentified as critical to the business.

He will act as escalation point and will be in charge of the investigation coordination between all the resolutions teams.

He will be the primary contact for the customer and will know perfectly :

 

  • The business and the expectations of the clients
  • The organization and the key contacts

 

The Technical Account Manager also provides 1st level of support for these accounts/customers and acts as 2nd level when issues are taken by level 1 Support.

 

Responsibilities (on a set of customers):

 

Proactivity:

  • Installation and configuration validation, advise on system tuning and architecture.
  • Collapse all information (technically and in terms of entitlements) about the client
  • Provide installation & delivery information towards support L1.
  • Identify, evaluate and prioritize customer problems and complaints raised to Support

 

Incident Management:

  • In case of priority 1 issues,  analyze customer problems, send status to Management, formulate plans of resolution & post mortem report towards the customer
  • Act as single point of escalation and follow up  in case of issue/outage
  • Assist in identifying resolution gaps
  • Provide phone contact and regular update towards customer in case of severity 1 issues.
  • Ensure responsive and timely resolution to all customer incidents

 

Expertise:

  • Work with Customer Care to develop and maintain strong customer service skills
  • Provide training activities including training programs in support of new technologies, procedures, and customer service enhancements

 

Account Care:

  • Contribute to the weekly e-mails internal status on the accounts followed
  • Compile and send monthly reports on Technical Support cases, opened, in progress and closed for that month
  • Monitor backlog of open cases for assigned customers, provide periodic status reports in accordance with agreed SLA’s
Location London
Type of contract Permanent
Sector IT